Home/Live Chat Software/Helpshift
Updated on: June 17, 2019
What is Helpshift ?
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Helpshift - Live Chat Software : SaaSworthy.com
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Helpshift

Live chat software for personalized CRM services
★★★★★
★★★★★
(216 Ratings) Write Review

Helpshift is a live chat software that helps in delivering advanced and personalized customer support services, for better lead generation. It helps connecting with targeted customers with digital messaging via email, mobile apps, desktop apps and over web. The software offers next gen messaging powered by artificial intelligence and bots. It features built-in chatbots, AI-driven insights, live chat, asynchronous messaging, push and in-app notifications. Helpshift helps in minimizing response time and maximizing team efficiency, by sending auto response & auto routing issues to specific agents. You can automate routine data collection process with bots. It helps in knowledge management.

Helpshift Features Show All Features

Helpshift Technical details

Support Business Hours Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Contact San Francisco, CA
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Live Chat Software Help Desk Software

Helpshift Pricing

Pricing ModelFree Trial , Subscription
How much does Helpshift cost ?
The pricing for Helpshift starts at $95.0 per user per month. Helpshift has 3 different plans such as - Professional at $95.0 per user per month, Enterprise at $135.0 per user per month and Platinum at $160.0 per user per month.
Professional
$95 /User/Month

$95 /user/month billed Annually

Features

  • In-App Mobile Messaging
  • Web Chat
  • Email Ticketing
  • In-app Native FAQs
  • Custom Branded Web Help Center
  • Internationalized Knowledge Base
  • Quick Responses for Agents
  • Standard Automations
  • API Requests Per Minute - 60
  • Basic Reporting and Analytics
  • Support - Standard

Add-ons :

All plans include these features

  • SensAI Bot Starter Pack
  • SensAI Answer Bot
  • MAU
  • Proactive Support [Campaigns]
Enterprise
$135 /User/Month

$135/user/month billed Annually

Features

  • Includes features of Professional plan, plus
  • Workflow Management (Queues)
  • Smart Routing
  • Real-Time Automations
  • Power BI Advanced Reporting

Add-ons

  • Includes features of All plan, plus
  • Real-Time SLA Management
  • Real-Time Operations
  • Named Account Manager
  • Premium Success and Support
Platinum
$160 /User/Month

$160/user/month billed Annually

Features

  • Includes features of Enterprise plan, plus
  • Real-Time SLA Management
  • Advanced Workforce Management (Teams)
  • Advanced Workload Management
  • API Requests Per Minute - 300
  • Real-Time Operations

Add-ons

  • Includes features of All plans plus
  • SensAI Predict
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Disclaimer: The pricing details were last updated on 24/07/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Helpshift Reviews

OVERALL RATING
4.2
Based on 216 Rating(s)
Rating Distribution
  • 171
  • 31
  • 12
  • 2
  • 0
SHARE YOUR EXPERIENCE Write a Review
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Terra H.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 05 April 2019)
Great Software

Pros: I like the it is very easy to use, it runs very smoothly and even if you don't know a lot you can still use it.

Cons: Sometimes can be a little slow, which is always fixable when I can do an update so it's usually solved pretty quickly.

Overall: Sometimes may be a little slow but other then that it's very efficient and I like using this software.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 18 March 2019)
""Incredible stage for client administration! ""

What do you like best?

I cherish the manner in which that you can label tickets that come in effectively and after that scan for them later by tag. I likewise truly like the diverse envelopes/lines that you can relegate tickets to. Another extraordinary component is the capacity to embed FAQ that spares time. I likewise love the wonderful way Helpshift is anything but difficult to utilize, and simple to monitor examination. Continuously solid!

What do you dislike?

I wish there was better pursuit usefulness to deal with past tickets. It would make following up on issues and checking on past contact with a client a lot less demanding.

Recommendations to others considering the product

It's anything but difficult to utilize and simple to break down your productivity(example Emails). Extraordinary cost also.

What business problems are you solving with the product? What benefits have you realized?

Our Customer Support truly depends on Helpshift and their stage. It's anything but difficult to perceive how well your group is getting along. The examination are first class!

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"Excellent CS Platform"

What do you like best?

Helpshift is extremely intuitive and user-friendly. It makes it easier to see all the support request in one place and organize issues efficiently.

What do you dislike?

I wish there was better search functionality to sort through past tickets. It would make following up on issues and reviewing past contact with a customer much easier.

Recommendations to others considering the product

highly recommend it simplifies large volumes of tickets and makes it easy to respond efficiently.

What business problems are you solving with the product? What benefits have you realized?

We use HS as the sole platform for all of our customer service inquiries. Through HS we are able to review our CSAT scores and metrics and improve our CX team.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"Help Shift Review"

What do you like best?

What I like about Helpshift is the ease searching for old tickets and new tickets! It is great!

What do you dislike?

I do not like to use the Customer Issue Fields because it prolongs fixing the issue and getting back to customers.

Recommendations to others considering the product

Not using the customer issue fields! however, I do understand that it is a part of the job and is needed to work it.

What business problems are you solving with the product? What benefits have you realized?

Wine orders, complaints, missing purchases. I am able to realize all of the great ease of navigation.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"Helpshift is where its at"

What do you like best?

I've experienced using various Customer Service tool and Helpshift is the best experience. Clutter-free UI, navigation friendly and relatively easy to learn and use.

What do you dislike?

Please implement an option to re-open tickets that were sent as resolved. There are times that this will be done by accident although we're just suppose to reply.

Recommendations to others considering the product

Easy to learn and use. One of the best UIs out there. Definitely a good investments for those prospective companies.

What business problems are you solving with the product? What benefits have you realized?

Mobile game customer support.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"Great! Great! Great! "

What do you like best?

Helpshift is an amazing way to communicate effectively while having all the information you would need available.

What do you dislike?

Nothing, helpshift has made what was cumbersome and tiresome into something that is easy.

What business problems are you solving with the product? What benefits have you realized?

With helpshift we are able to verify traffic issues and app glitches and with getting screenshots very quickly it is an effective tool.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"Brings a lot to the table"

What do you like best?

There's a lot of things helpshift brings to the table for the amount of work needed to integrate the library. You just need to call a few APIs and once the helpshift overlay comes up, helpshift takes over and does the rest.

What do you dislike?

The custom config options for iOS and Android are a little different and can be confusing if you're familiar with one while learning to do the other. Using a custom engine that does not use the android/ios native app building APIs adds a level of complexity

What business problems are you solving with the product? What benefits have you realized?

Users will be able to give feedback much more easily without having to leave the app for a more fluid experience

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 01 March 2019)
"User friendly "

What do you like best?

It’s easy and straight forward. Helpshit support is there for any questions

What do you dislike?

Needs more features......................

What business problems are you solving with the product? What benefits have you realized?

Feedback from customers

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 28 February 2019)
"Great tool to understand player issues and get all the player device information "

What do you like best?

Great tool used by our agents to respond to player issues.

Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured.

Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game.

Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received.

What do you dislike?

Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets.

Recommendations to others considering the product

make tagging more easier. based on keywords in the ticket helpshift should auto tag tickets which will help get meaningful data.

What business problems are you solving with the product? What benefits have you realized?

Great ticketing management system.

Great survey system in the tool. Useful and easy for players to rate the quality of support received.

Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume.

FAQs and game content can be created from inside the tool which is very useful in game for the players.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 27 February 2019)
"HelpShift review"

What do you like best?

You can improve your customer service.

What do you dislike?

The SDK integration is very bad. There are not enough information about that.

What business problems are you solving with the product? What benefits have you realized?

The customer services has been improved.

...more
Read All Reviews

Videos on Helpshift Youtube Official Channel

Helpshift Screenshots

Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-powered Self Service Knowledge Base
Helpshift Demo - Proactive Campaigns
Helpshift Demo - Conversational Messaging Across All Digital Channels
Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard
Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics
Helpshift screenshot: Case management tools allow users to track customer issues
Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
Helpshift screenshot: Custom reports can be created
Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily
Helpshift screenshot: Auto-responses aim to gather as much customer data as possible
Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-powered Self Service Knowledge Base
Helpshift Demo - Proactive Campaigns
Helpshift Demo - Conversational Messaging Across All Digital Channels
Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard
Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics
Helpshift screenshot: Case management tools allow users to track customer issues
Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
Helpshift screenshot: Custom reports can be created
Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily
Helpshift screenshot: Auto-responses aim to gather as much customer data as possible

Helpshift Awards

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Download white papers and ebooks on Helpshift View All Downloads

by Helpshift
The Beginner's Guide to Customer Service Bots
This Guide helps to learn about Different touch points to invoke bots throughout the customer journey, Actionable steps...
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by Helpshift
How Customer Service Leaders Can Thrive Alongside Artificial Intelligence
In this AI Strategy whitepaper, you will learn: How AI can take over simple, time-consuming tasks, Tips on how to...
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